IT Help Desk Specialist

Position: IT Help Desk Specialist

Department: Information Technology

Reports to: IT Help Desk Manager

POSITION SUMMARY:

The IT Help Desk Specialist plays a crucial role within the service desk team that delivers exceptional customer service for Abbotsford Canucks, Aquilini Group (AG), and Canucks Sports & Entertainment (CSE) on technical issues. The selected candidate will be assisting end users and troubleshooting company supported software and hardware.

A typical day includes:

• Providing first and second level support on computer hardware and software issues on both Microsoft and Apple platforms
• Ensuring timely recording, tracking, escalation, and resolution of end-user technical problems and requirements received via telephone, e-mail, or in person
• Recording all calls in the Technology Ticket Management System as per escalation procedures and priority settings and assigning to appropriate Technology staff member
• Tracking IT hardware and software inventory
• Assisting in documenting and communicating user/technical service policies for products
• Developing reference and training materials and providing end-user training
• Supporting outside normal business hours, including events at Rogers Arena and Abbotsford Centre
• Supporting various off-site locations servicing companies within the AG Group

YOU HAVE:

• A university degree or diploma, preferably in a technical related field
• 2 - 3 years' experience within the Information Technology industry in a support capacity
• Proficient in the Microsoft Ecosystem, including Office/O365, Exchange 2013/16, Remote Desktop, Server, and Desktop OS
• Strong knowledge of Apple MacOS and iOS devices
• Thrives in a fast-paced, team-oriented environment, handling multiple tasks efficiently and collaboratively
• Strong organizational skills and attention to detail, with the ability to multi-task and balance priorities
• Exceptional written and verbal communication skills, fostering clear and concise interactions with both technical and non-technical stakeholders
• Exceptional customer service skills with an ability to interact in a professional and friendly manner with users at all organizational levels
• Solid problem solving and troubleshooting skills coupled with a willingness to learn
• Possess a valid driver's license and vehicle
• Ability to work flexible, extended hours, as required

YOU MAY ALSO HAVE:

• Previous experience with Point-of-Sale hardware and software

Vancouver is one of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

This position will remain open until filled.